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Call flow

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English4callcenters .com

on 10 September 2015

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Transcript of Call flow

Call Flow
By the end of this lesson you will be able to:

1- Opening Script

"Hi. Thank you for calling
[Company Name]
My name is
[Your Name]
. How may I help you today?"
2. Listen carefully to what the customer will say
3. Empathize if needed:

a.
"I'm sorry to hear that your son passed away"
b.
"Congratulations on your son's accomplishment"
c.
"I understand that you are feeling frustrated.
If I were you I would feel the same"
d.
"I truly apologize for the inconvenience this caused you"
4. Paraphrase and/or CLARIFY

a.
"Let me see if I got this straight, you said that __________. Is that correct?"

b.
"Let me see if I understood. You are calling
because _________. Is that right?"
5. Assure Help

a.
"I will be more than glad to assist you"
b.
"I'll be happy to help you with your request"
c.
"I'll be happy to look into this for you today"
Answer a phone call

Use call center vocabulary on the phone

Hang up a call correctly
Closing
Offer further assistance
a.
"Is there anything else I can do for you today?"
b.
"Is there anything else I can help you with?"
c.
"Do you have any other question for me?"
d.
"Do you have any other question I can assist you with?"
Thank the customer for calling
a.
"I am glad I was able to help you"
b.
"It was a pleasure to assist you"
c.
"I'm glad I was able to solve your problem"
Mental Training
Practice your mental training with your coach and repeat with confidence
Watch video #16
"I am successful"

"I am fluent in English"

"I love to speak English"
Grammar Review
Your coach will explain to you the grammar chart. Pay attention
Wrap up
Your coach will select 1 or 2 students to go to the front and they will do a recap
Describe in your own words what you did since you walked into E4CC until now
Fluency diet review
Pair up and answer the questions below. Then, your coach will select some students to go to the front
What do you do in your spare time?

Tell me a problem you had in the past and how you solved it.

If you had a time machine, what part of your life would you go to and what would you change?
30 seconds non-stop
6. Get Important information

a.
"May I have your name and phone number"
b.
"May I have your Order ID" (Optional)
c.
"Could you provide me your address please?"
7. Hold Procedure
a.
Explain the reason
b.
Request permission
c.
Set Expectation
d.
Thank for holding
DON'T
Example:
"Mr/Mrs _____ I need to theck the information on the system (a) , may I place you on hold (b) for 2 minutes (c)?

Thanks for holding Mr/Mrs ______ (d), I checked the...
"Thank you for calling
[Company Name]
. Have a nice day"
Full transcript